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KM Showcase: Conference View and Knowledge Management 2020 and Beyond

This presentation from Zach Wahl, Founder and CEO of Enterprise Knowledge and Chair of the KM Showcase was this year's opening keynote address at the conference. The presentation offers a definition of Knowledge Management and its value, and then details what Zach sees as the five major trends for KM in 2020 and beyond. The presentation explores the links between KM and Artificial Intelligence, leveraging KM technologies, and incorporating organizational design and change into KM efforts.

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KM Showcase: Conference View and Knowledge Management 2020 and Beyond

  1. 1. CONFERENCE VIEW AND KNOWLEDGE MANAGEMENT 2020 AND BEYOND March 4, 2020
  2. 2. ZACH WAHL FOUNDER AND PRESIDENT, EK @ZACHARYWAHL, @EKCONSULTING
  3. 3. WELCOME! Thank you for being here! #KMShow @KMInstitute
  4. 4. A VIEW OF THE AGENDA
  5. 5. WHO WILL YOU HEAR FROM? § A combined 490 years of Knowledge and Information Management experience. § From organizations including USAA, Sodexo, Grant Thornton, World Bank, and RGP.
  6. 6. KM FOUNDATIONS
  7. 7. KNOWLEDGE MANAGEMENT INVOLVES THE PEOPLE, PROCESS, CULTURE, AND ENABLING TECHNOLOGIES NECESSARY TO CAPTURE, MANAGE, SHARE, AND FIND INFORMATION.
  8. 8. DECONSTRUCTING KM PEOPLE PROCESS CONTENT CULTURE TECHNOLOGY • Flow of knowledge through the organization. • Knowledge holders and knowledge consumers. • Understanding of state and disposition of experts. • Existence and consistency of processes. • Awareness of and adherence to processes. • Quality of processes. • State and location of content. • Consistency of structure and architecture. • Dynamism of content. • Understanding of usage (analytics). • Senior support and comprehension. • Willingness to share, collaborate, and support. • Maturity of “KM Suite.” • Integration with and between systems. • Usability and user- centricity. @ZACHARYWAHL, @EKCONSULTING
  9. 9. FIND CAPTURE CREATE CONNECT MANAGEENHANCE ACT WHAT CAN KM DO FOR YOU? § Create – Creating new knowledge and information. § Capture – Moving from tacit to explicit, unstructured to structured, and decentralized to centralized. § Manage - Guiding the sustainability and maturation of content, ensuring content becomes better over time instead of becoming bloated, outdated, or obsolete. § Enhance – Making knowledge and information “better” over time rather than having it fall into disrepair. Applying metadata, comments, or linkages to other information in order to improve the complete web of knowledge. § Find – Enabling the knowledge and information to be easily and naturally surfaced. § Connect – Expanding the web of knowledge to include direct access and formation of connections with the holders of that knowledge. @ZACHARYWAHL, @EKCONSULTING
  10. 10. KM 2020 AND BEYOND
  11. 11. Demand for clear business value and return on investment in KM efforts. Clear understanding of Knowledge Management and Enterprise AI powered by ontologies and knowledge graphs. Acceptance and recognition of the enabling role of technology in KM. Improved understanding of knowledge ecosystem including all types of knowledge, information, and data. Recognition of KM organizations and mandates as critical success factor. 2020 KM TRENDS TO LISTEN FOR @ZACHARYWAHL, @EKCONSULTING
  12. 12. BUSINESS OUTCOMESKM OUTCOMES ▪ Improved content findability and discoverability, and therefore less time waiting, searching, and recreating knowledge. ▪ Increased use and reuse of information. ▪ Decreased knowledge loss. ▪ Improved organizational awareness and alignment. ▪ Enhanced quality, availability, and speed of learning. ▪ Improved productivity. ▪ Decreased costs (and cost avoidance). ▪ Increased employee satisfaction and retention. ▪ Faster and better up-scaling of employees. ▪ Improved customer satisfaction and retention. ▪ Improved delivery and sales. ▪ Increased collaboration and innovation. ▪ Future readiness. @ZACHARYWAHL, @EKCONSULTING
  13. 13. KM FOUNDATIONS FOR AI CONTENT CLEANUP CONTENT GOVERNANCE TAXONOMY DESIGN CONTENT TYPES KNOWLEDGE SHARING CULTURE KM LEADERSHIP @ZACHARYWAHL, @EKCONSULTING
  14. 14. FOLKSONOMY Free-text tags. CONTROLLED LIST List of pre-defined terms. Improves consistency. TAXONOMY Pre-defined terms & synonyms. Hierarchical relationships. Improves consistency. Allows for parent/child content relationships. Capture related data. Integration of structured and unstructured information. Linked data Store. Architecture and data models to enable machine learning (ML) and other AI capabilities. Drive efficient and intelligent data and information management solutions. ONTOLOGY Predefined classes & properties. Expanded relationship types. Increased expressiveness. Semantics. Inference. KNOWLEDGE GRAPHS KNOWLEDGE ORGANIZATION CONTINUUM @ZACHARYWAHL, @EKCONSULTING
  15. 15. THE FUTURE SOLUTION + ONTOLOGY KNOWLEDGE GRAPHS = ARTIFICIAL INTELLIGENCE @ZACHARYWAHL, @EKCONSULTING
  16. 16. CORE KM TECHNOLOGIES KNOWLEDGE GRAPHS TAXONOMY MANAGEMENT ONTOLOGY MANAGEMENT ENTERPRISE SEARCH Architecture and data models to enable machine learning (ML) and other AI capabilities. Drive efficient and intelligent data and information management solutions. Examples: • Expert Finder • Recommendation Engine • Customer 360 WEB CONTENT MANAGEMENT DOCUMENT & RECORDS MANAGEMENT DIGITAL ASSET MANAGEMENT BUSINESS CONTENT MANAGEMENT Used to author, organize, manage and publish content on a website. Examples: • SiteCore • GraphCMS • CloudCMS • Drupal • WordPress • Contentful Designed to manage, secure, and control documents across an enterprise. Examples: • Alfresco • Documentum • Box.com • OpenText • GoFileRoom • O365 / SharePoint Designed to manage digital products like videos and images. Most frequently used by marketing and publishing departments. Examples: • Adobe Experience Manager Assets • Bynder • Aprimo Content management tools built for a specific business purpose like customer or contract management. Examples: • Apttus Contract Management • Essential • SalesForce • Dynamics 365 • Shelf.io Search tools designed to query across multiple KM systems. Examples: • Sinequa • Lucidworks • Elasticsearch • Solr Empowers the creation and management of complex relationships between various sources of data. Examples: • Stardog • Neo4j • Neptune Enables organizations to maintain and expose their business taxonomies to KM systems. Examples: • PoolParty (SWC) • Cambridge Semantics • Semaphore (SmartLogic) • Synaptica COMPONENT CONTENT MANAGEMENT Manages content at a granular level so portions of a piece of content can be reassembled and used for other content. Examples: • Marklogic • EasyDITA • SDL Tridion COLLABORATION Tools designed to enable users to share content and collaborate using instant messaging or video conferencing. Examples: • O365 / Teams • Slack • ShareFile • Firmex • Yammer @ZACHARYWAHL, @EKCONSULTING
  17. 17. KM ECOSYSTEM - LOGICAL ARCHITECTURE Content Management System Used to author, organize, manage, and publish content on a web interface Repository Layer Web Content Management Enterprise Search Learning Management Analytics Layer Taxonomy Management Document Management Instant Messaging Findability Layer Ontology Management Collaboration Layer Content Creation Layer Document Sharing Annotation / Feedback Chat Bot Team Workspaces Reporting Usage Metrics Content Metrics Governance Layer Workflows Records Schedule Access Controls Information Audit WYSIWYG Editor Digital Asset Editing Alerts / Notifications Recommendations APIs Knowledge Graph Customer Relationship Management Digital Asset Management Component Content Management Metadata Layer Auto-Tagging / Auto-Classification Auto-Categorization @ZACHARYWAHL, @EKCONSULTING
  18. 18. THE KNOWLEDGE AND INFORMATION MANAGEMENT SPECTRUM Knowledge Management Tacit Unstructured Distributed Information Management Explicit Structured Centralized @ZACHARYWAHL, @EKCONSULTING
  19. 19. TRAVERSING CONTENT UNSTRUCTURED CONTENT / FILES EXPERT FINDER COPS, DISCUSSION, TACIT KNOWLEDGE TRAINING (STRUCTURED LEARNING) STRUCTURED DATA @ZACHARYWAHL, @EKCONSULTING
  20. 20. KM FUNCTIONAL MODEL Executive Sponsorship Requirements Definition Pilot Project Management Governance Planning Content Clean-up Content Maintenance Technology Platform Updates Program Management KM STRATEGY IMPLEMENTATION ENABLEMENT OPERATIONS Business Line 1 Business Line 2 § Effective Enterprise KM requires real leadership and coordination. § One-off “ceremonial” positions will not suffice. § No matter how good the title is, KM Orgs need to hold real power. @ZACHARYWAHL, @EKCONSULTING
  21. 21. FIVE LEVELS OF KAI KNOWLEDGE ARTIFICIAL INTELLIGENCE (KAI) IS THE APPLICATION OF ARTIFICIAL INTELLIGENCE CONCEPTS AND THEORIES TO ENSURE THE APPROPRIATE CAPTURE, MANAGEMENT, AND PRESENTATION OF THE FULL SPECTRUM OF KNOWLEDGE AND INFORMATION. @ZACHARYWAHL, @EKCONSULTING
  22. 22. MY GOALS FOR THE CONFERENCE
  23. 23. GOALS FOR THE CONFERENCE #KMShow @KMInstitute People • Make a new connection. • Ask at least one question. • Talk with someone who’s work you’ve followed. Process • Learn a new approach, workshop exercise, or methodology you want to apply. • Hear about a mistake and learn how to avoid it. Content • Post on social media about something you like or have learned from the conference. • Come up with an idea for a blog based on what you’ve heard. Culture • Hear a success story you can use to inspire your team and/or convince your executives. • Learn a new approach to building a culture of knowledge sharing. Technology • Learn about one new tool (or tool space). • See some of this fancy AI stuff in action.

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